personalization

IBM Marketing Catalyst: A Preconfigured Healthcare Marketing Stack

leveraging watson and adobe graphic

What do you get when you cross IBM Watson with five Adobe marketing tools? A smart, HIPAA-compliant, preconfigured marketing stack curated for healthcare that doesn’t take years to implement. That’s the case IBM is hoping to prove to healthcare and life sciences organizations with its new offering, IBM Marketing Catalyst. Developed by digital consultancy IBM Read More

eHealthcare Leadership Award Winners: They’re Simply the Best

eHealthcare Leadership Awards

// By Jane Weber Brubaker // It’s that time of year again. The call for entries for the 2018 eHealthcare Leadership Awards is open as of May 1. This year’s award winners will be announced at a gala luncheon on November 7 at the HCIC conference in Scottsdale, Arizona. Winners are selected from nearly 1,000 Read More

A New, Smarter CRM for Healthcare Marketers

Trilliant Healthcare Logo Square

Demands on health system marketing departments for growth and accountability are relentless. Data-driven marketing is the new imperative, yet marketing departments typically run lean, with lean budgets. Digital marketers have to be experts in web development, content management, social media, digital advertising, attribution modeling, multichannel marketing, and lately, big data, artificial intelligence, and machine learning. Read More

Next-Generation CRM: Intelligent, Individualized, Automated

Darin Szilagyi, Methodist

// By Jane Weber Brubaker // Demands on health system marketing departments for growth and accountability are relentless. Data-driven marketing is the new imperative, yet marketing departments typically run lean, with lean budgets. Digital marketers have to be experts in web development, content management, social media, digital advertising, attribution modeling, multichannel marketing, and lately, big Read More

iPad Check-In Solution Provides Myriad Marketing Benefits

Sometimes a technology solution adopted by healthcare administrators and clinicians produces unexpected benefits for marketers. CHRISTUS Physician Group, with operations in Texas, Louisiana, Arkansas, and New Mexico, wanted to streamline patient check-in during office visits and improve collection of outstanding balances. To achieve these goals, the organization piloted, then implemented, a digital patient check-in solution Read More

Patient Check-In Tool Drives Benefits for Marketers

// By Jane Weber Brubaker // Sometimes a technology solution adopted by healthcare administrators and clinicians produces unexpected benefits for marketers. CHRISTUS Physician Group, with operations in Texas, Louisiana, Arkansas, and New Mexico, wanted to streamline patient check-in during office visits and improve collection of outstanding balances. To achieve these goals, the organization piloted, then Read More

The Intersection of AI and Healthcare

chat bot with billing agent for piedmont healthcare from Loyal healthcare

The media, including social media, are buzzing about AI, or artificial intelligence. As of this writing in late November, the top trending article on Facebook is “Facebook Is Using Artificial Intelligence to Spot Suicidal Tendencies in Its Users.” On LinkedIn, it is “Where Will AI Increase and Decrease Costs in Healthcare?” Is AI just the Read More

From a Nonfunctional Website To Digital-First

City of Hope Logo

“When Lisa Stockmon arrived at City of Hope National Medical Center in 2014 as chief marketing and communications officer, she was on a mission to transform the venerable comprehensive cancer center into a national brand and an international digital marketing powerhouse,” says Robin Snow, founder and principal of Aefinity Interactive, LLC. “She had the experience Read More

City of Hope’s Digital-First Transformation

Robin Snow

// By Robin Snow // When Lisa Stockmon arrived at City of Hope National Medical Center in 2014 as chief marketing and communications officer, she was on a mission to transform the venerable comprehensive cancer center into a national brand and an international digital marketing powerhouse. She had the experience to do it, having completed Read More

Healthcare Consumer Experience In 2017

// Sponsored Post //

A Practical Guide for Healthcare Executives, Marketers, Clinicians, IT Professionals

It’s time to come together.

Today’s patient engagement is consumer engagement. And when you create a superior digital consumer experience in healthcare, you drive everything from brand awareness to patient acquisition to consumer engagement to loyalty. But understanding how to accomplish this with healthcare technology across channels and with different stakeholders across your organization can be challenging.

This guide covers everything from healthcare CRM to hospital websites to social media to patient portals to cutting-edge consumer experience tools with a strategy for getting healthcare executives, marketers, clinicians, and IT professionals all on the same page. We’ve presented a road map for better healthcare consumer experiences.

 
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Technology That Engages Patients Emotionally

Shawn Gross, White Rhino

“The robotic yet charming voice of Alexa can help you find a good movie, make a payment on your credit card, get airline fares for a trip to Dublin, or see how many calories are in the banana you’re eating,” notes Shawn Gross, Chief Digital Strategist at White Rhino. “With an estimated 11 million devices Read More

Alexa, Find Me a Doctor

Shawn Gross, White Rhino

// By Shawn Gross // The robotic yet charming voice of Alexa can help you find a good movie, make a payment on your credit card, get airline fares for a trip to Dublin, or see how many calories are in the banana you’re eating. With an estimated 11 million devices sold, the Amazon Echo Read More

Think You’re Not in the Customer Service Business? Think Again.

Kyra Hagan

“Outside of healthcare, customer experience drives business,” notes Kyra Hagan, senior vice president and general manager, marketing & communications at Influence Health. “Retailers and hospitality providers have realized explosive revenue growth and brand loyalty by deploying best practices in customer engagement. Unfortunately, the healthcare industry has fallen behind by not truly treating prospects and patients Read More

CRM at the Helm of Long-Term Strategy at Boston Children’s

William Gagnon, senior director of global digital strategy and customer engagement at Boston Children’s

Managing change is hard, even for innovative organizations like Boston Children’s Hospital. “That’s something I hear in all the businesses I’ve worked with, from GE to Cigna to here,” says William Gagnon, senior director of global digital strategy and customer engagement at Boston Children’s. Digital transformation at Boston Children’s is laser-focused on making the shift Read More

Learning to Treat Healthcare Consumers Like Customers

Kyra Hagan

// By Kyra Hagan // Outside of healthcare, customer experience drives business. Retailers and hospitality providers have realized explosive revenue growth and brand loyalty by deploying best practices in customer engagement. What are those best practices? World-class customer experience requires tightly integrating cross-channel data to bridge digital and in-person encounters. Unfortunately, the healthcare industry has Read More

Short-Term Wins, Long-Term Strategy: CRM at Boston Children’s Hospital

Boston Children's Logo - Square

// By Jane Weber Brubaker // Managing change is hard, even for innovative organizations like Boston Children’s Hospital. “That’s something I hear in all the businesses I’ve worked with, from GE to Cigna to here,” says William Gagnon, senior director of global digital strategy and customer engagement at Boston Children’s. Change is risky, and healthcare Read More

Pandora Powers Targeted Reach to Healthcare Consumers for Hartford HealthCare

Hartford HealthCare

About one-fourth of the U.S. population listens to Pandora. That’s 82 million active listeners every month. Pandora’s free, ad-supported personalized music streaming service generated more than $1 billion in advertising revenue in 2016. Healthcare advertisers like OhioHealth, featured in a recent eHST article, are getting impressive results on Pandora. We were intrigued. We wanted to Read More

Delivering a Consumer-Centric Quality and Safety Experience

Amber Welch, director of digital content for Ochsner Health System

// By Amber Welch // Need to book a hotel? Customer ratings and reviews are just a click away. Shopping for a car? You can easily compare features and overall quality on Consumer Reports. Looking for a new yoga class?  Read the reviews. But what about choosing a hospital, perhaps the most important purchase in Read More

7 Ways Pandora Drives Results for Healthcare Advertisers

// By Jane Weber Brubaker // About one-fourth of the U.S. population listens to Pandora. That’s 82 million active listeners every month. Pandora’s free, ad-supported personalized music streaming service generated more than $1 billion in advertising revenue in 2016. Healthcare advertisers like OhioHealth, featured in a recent eHST article, are getting impressive results on Pandora. Read More

Former Amazon Execs Drive Innovation at a Nonprofit Health System

Mary Haggard, Vice President, Consumer Innovation, Providence St. Joseph Health

There is no shortage of digital innovation in any field these days, but in healthcare, there has been an explosion of interest in developing digital solutions for the industry’s most pressing problems. The challenge has been that the culture of innovation and entrepreneurship is often at odds with complex, risk-averse, highly regulated healthcare organizations. Amazon Read More